Transcript Document
Use of the Social Platform (WhatsApp) to improve communication through the BlueStar Healthcare Network: Zimbabwe Cebu, Philippines 22-24 October 2014 Presented by Pester Siraha Background: Zimbabwe •Population: 13 million •More than 60% of urban people above 15 years communicate through WhatsApp. •103 SF partners (private doctors and nurses) •Bluestar healthcare network established April 2012 •Franchised services-FP/SRH •Partial Franchise Communication challenges •Sharing new developments in service delivery •Management of side effects- new partners •Communication of quality improvement. •Management of difficult implants removals •Where to access family planning equipment, instruments and other consumables? •Increase in implants removals within the first year of insertion Methods Used • • • • • • • • Creation of a Social media group- only those interested were selected as members ( convenient selection). Selection of 40 partners from one region Four social Franchise coordinators joined the group to monitor quality of the communication content Sexual reproductive health specialist part of the group for technical expertise Each member had a smart phone with WhatsApp Terms of reference developed. Social platform network opened to clients Clients encouraged to communicate through WhatsApp- cost-effective & efficient. Findings • • • • All the 40 partners posted messages on the platform daily during the first month of the Platform 4000 client messages posted on WhatsApp monthly After one month, an average of 50% of the partners communicated daily. 30 different client messages posted daily Findings: Common messages communicated •How to manage difficult implants removals (20%) •Management of bleeding problems after implant insertion (60%) •Management of clients who become pregnant on implants (10%) •Sensitization of partners on upcoming events (10%) Common client messages •Bleeding problems on implants •Long acting contraceptives causes infertility •Vasectomy reduces sexual prowess. •Implants causes weight loss •How to locate an SF clinic. Importance of findings-Franchisees •Improved communication with Social Franchisees •Franchisees in constant contact with the Franchising support team • Expert opinion provided promptly without asking the client to come back later •Improved client management Importance of findings-clients •Accurate information provided promptly •Myths and misconceptions dispelled immediately •Increased method uptake and maintenance: •Improved client engagement and constant client feedback. •Franchising programme client focused •Franchising programme, make use of client experiences to focus programming •Successful results from programing efforts Conclusion • With rapid change in technology , Social media is the way to go but will this be enough to address communication and quality challenges in Social franchising ? What else can be done!!